Company Overview

Background

Founded: 1981

Structure: Core management team plus approximately 70 consultants and project managers

Focus: Acknowledged leaders in change management, custom training, communication and project staffing

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ServicesDashe & Thomson helps companies maximize the ROI on their technology investments through user acceptance

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User Acceptance

Solutions

Custom Training

eLearning Development

Technical Writing

Process Integration

On-line Help

Instructional Design

Documentation

Communication

Acceptance Testing

Organizational Effectiveness

Major Clients

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Major Projects

Dashe & Thomson has served as lead training partner on some of the world’s largest corporate change initiatives

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Client # of Employees Trained

Sony Ericsson 2,500

RBC Dain Rauscher 10,000

The Gap 5,000

Medtronic 3,300

Ecolab 10,000

Ameriprise Financial 1,500

Allianz Life 5,000

3M 1,000

KLA Tencor 2,000

User Acceptance is Often the Missing Piece in IT Projects…

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…But It Is The Most Important Factor for Realizing ROI

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70%1%

16%

13%

Most Critical Factor for Software Success and ROI

Effective User Adoption

Software Functionality

Organizational Change

Process Alignment

Source: Defining Enterprise “Success,” SandHill.com and Neochange, 2008

Confused Workforce Aligned WorkforceTrained, competent, productive

workforce

Organizational Change Management

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Successful change requires an aligned, competent workforce

PersonnelPersonnel

Personnel

PersonnelPersonnel

PersonnelPersonnel

Personnel

Person 2

Person 1

PersonnelPersonnel

FinanceField

Sales

IT

PurchasingExecutives

Marketing

Design

Operations

Organizational Change Management

Structured Interviews

•Key Project Stakeholders

Project Readiness

Survey

•Project Team Members

User Readiness

Survey•End Users

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Assessment Approach

Organizational Readiness Survey (Example)

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Survey participants respond to a web-

based questionnaire

High-Level Approach

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Measure: Understanding (Head)

• I know what needs to happen

Measure: Belief (Heart)

• I believe it can happen

Measure: Ability (Hands)

• I am able to make it happen

• Stakeholder Communication Plan1

• Cultural Change Plan2

• Training Plan3

Focused plans to address engagement at all required levels

Training Approach

Web-Based Training

•Brings disparate levels of familiarity to a common baseline

•Articulates project rationale and ROI

•Illustrates process overview

•Introduces basic system skills

Instructor-Led Training

•Role-based instruction

•Complex issues

•Problem-solving

•Individual coaching

•Feedback channel

•Introduce “fishing pole” (EPSS)

Electronic Performance Support System (EPSS)

•Knowledge on-demand

•Role-based or process-based

•Easy access to information

•Integrated with the system

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Dashe & Thomson typically leverages a blended training approach

Linking Training Plan to Business Case

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Clarify project goals and analyze workforce to ensure training efforts enable project benefits

Minimum Acceptability

• Business is not interrupted

• Key users can manage work with minimum heroics

• Management perceives “acceptable” transition

Minimum for Benefits

• All users manage workload – no feeling of frustration with system

• Users rapidly perceive and report benefits (positives not offset by chaotic transition)

World Class • Meet all ROI targets, on time

User Adoption Programs (Example)Desired Outcome

Element Delivery Method Topic Duration World-Class Minimum for BenefitsMinimum

Acceptability

Training

Web Based

Intro to [System] 45 minutes X X X

Log-in and Navigation 30 minutes X X

Basic Queries and Reports 45 minutes X

Business Scenarios 60 minutes X

Instructor-Led (Face to Face or WebEx /

LiveMeeting)

Building queries & reports 1 day X

Advanced [System] Analytics 4 hours X

Business Unit Overview for Managers

1 hour X X X

Support Team Training 4 hours X X

Electronic Process Support System (EPSS)

Data structure mapping On-demand X X X

Glossary On-demand X X X

Links to WBT tutorials On-demand X X X

Communication

Wiki, Online Discussion Groups

Best practices in Data Mapping, How To's, Tips

On-demand X X

Email Progress Updates Periodic X X X

Supporting Change Activity (examples)

Line ManagementBuild into performance requirements

Periodic X X

Project Team Generated Recognition / incentives Periodic X 14

Recommended Deliverables and Timing (Example)

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June OctJuly SeptAug Dec

Go

-Liv

e

Document Processes

Develop Pre-Go-Live Training Content

Write Test Script

Create and Deliver Communication Plan

Pilots

UAT

Deliver Alpha WBT

Revise Training

Develop Online Training (EPSS)

Train the Super-Users

Deliver Final WBT

Readiness Survey

Train the Release Processors

Nov

Practical Training Webinars

Why Dashe & Thomson

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Engagement Approach: Client-Focused vs. Methodology-Driven.

• Seamless integration with your team

• Methods and tools are adaptable to your environment

Project management & productivity.

• DasheCentral: web-based tool for deliverable and milestone tracking

• DasheWiki: shared wiki site for document and project collaboration

Proven Track Record.

• Leader in computer-related training since 1981

• Successful engagements with more than 500 corporate clients

Unique Understanding of Enterprise Training.

• We bring our collective experience to bear for each client

• Leading practices in adult learning employed on every project

Thank You

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What We Produce

Wikis and Social Media

eLearning Online HelpCustom

Classroom

Online Process Documentation

Mobile Learning

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